Senior Agent, Global Escalations Location: Manchester Job Type: Full-Time, Shift pattern- rotational: 9AM to 7:30PM, 10:30AM-9PM, 12:30PM -11PM Hybrid role - attendance in the office is required - roughly 3 days per week Language requirements: English + French About the Team The Marketplace Support and Service Excellence Team plays a central role in managing Deliveroo s global customer care operations. Our team oversees Workforce Planning, Performance and Strategy, Care Excellence, and Care Operations, which includes live support for consumers, riders, and restaurants, and non-live support. With Deliveroo s expansive global presence, we operate multiple customer care centres worldwide to support our diverse markets and languages. Our mission is to deliver an outstanding customer experience across our three-sided marketplace customers, restaurants, and riders while working closely with our vendor partners to drive efficiency, continuous improvement, and transformative change. At the heart of everything we do are our three guiding principles: ? Fix it Fast Resolve issues quickly and effectively. ? Keep it Simple Streamline processes for a seamless experience. ? Be the Best Strive for excellence in every interaction. We are passionate about making every customer interaction exceptional because great service is what keeps Deliveroo moving forward About the Role As a Senior Agent in our Global Escalations team, you will play a key role in ..... full job details .....